Job Description Summary

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

As a Technical Account Manager (TAM), you will play a critical role in delivering a world-class technical customer service experience. You will serve as a strategic partner to our customers, ensuring their technical needs are met and exceeded through proactive engagement, issue resolution, and cross-functional collaboration. This role is ideal for a technically skilled professional who thrives in a customer-facing environment and enjoys solving sophisticated problems without direct people management responsibilities.

Key Responsibilities
Customer & Technical Account Management

• Serve as the primary technical liaison for assigned regional and national accounts.

• Lead and coordinate technical issue resolution and escalation management across global teams.

• Collaborate with cross-functional teams including Sales, Field Service, Customer Success, and Solution Deployment to ensure seamless customer experiences.

• Provide detailed root cause analyses and technical failure investigations to internal and external partners.

• Maintain regular communication with customers regarding the status of escalated issues and product updates.

• Be available on an as-needed basis to support critical issues, including weekends and holidays.

Technical Expertise & Continuous Improvement

• Maintain strong solid understanding of new and existing products and releases.

• Identify trends in customer issues and recommend improvements to product, process, or documentation.

• Contribute to the development of standard processes and knowledge sharing across the technical support organization.

• Support internal teams with insights and feedback from customer interactions to drive product and service enhancements.

• Internal Collaboration & Reporting

• Collaborate with Product Management, Engineering, Field Service, and Customer Support teams to ensure alignment on customer needs and issue resolution.

• Provide feedback to internal teams based on customer insights to drive product and process improvements.

• Maintain detailed documentation of critical issues, actions taken, and outcomes in CRM or case management systems.

• Analyze critical issue trends and contribute to the development of proactive support strategies

Qualifications
Education:

• High School diploma plus more than 5 years’ technical support or customer facing technical experience

Experience:

• Proven experience leading escalations and delivering technical solutions in a high-pressure environment.

• Strong project management and multitasking skills.

• Experience working in a 24x7x365 support environment is preferred.

• Some travel required (typically 5–10%).

Skills:

• Excellent communication and presentation skills.

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

• Strong analytical and problem-solving abilities.

• Ability to work independently and collaboratively across teams.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers 

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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